Below are a series of questions and answers covering topics including products, orders, shipping, and returns and exchanges.
If you have a question that is not covered below, please get in contact with us.
ORDERS, RETURNS & EXCHANGES
Do you have a physical shop I can visit?
Occasionally you may see us at markets and other trade shows throughout New Zealand.
Customers and other visitors are welcome to visit our workshop by appointment.
Are your products sold at retailers?
What payment methods do you accept?
The following payment methods are offered at checkout - Visa, MasterCard, Google Pay, Apple Pay, Paypal and POLi. Payments can be made in your local currency using your preferred payment method.
Is tax included in your prices?
If required, you can request a separate official GST invoice after placing your order.
Can I cancel or change my order once it’s been placed?
Note that we may recover processing fees on orders that are cancelled after they are placed but before they are shipped.
Do you do gift certificates?
These are useful as a gift/present for the receiver to choose their own item from our online shop (or redeem on a custom-crafted product).
Can I send an item to someone as a gift/present?
What is your return and exchange policy?
How do I make a return or exchange?
SHIPPING & DELIVERY
How long will it take to receive my item?
For custom-crafted items, the production time depends on your requirements, our workload, and the availability of materials both within New Zealand and overseas. Please contact us to discuss.
How do I track my order?
On occasions we may use another shipping carrier depending on the size or weight of an item. Tracking details will be emailed on shipment of your order.
Can I change my shipping address?
How are your products packaged for shipping?
Do you ship worldwide?
Please contact us and provide information on the item you wish to purchase and the country we would be sending to.
What are the international taxes, duties, etc., that I have to pay?
You will need to contact your local customs office to find out what the customs tax might be for importing goods from New Zealand.
PRODUCTS - GENERAL
Do you take custom orders?
Do you have products that are not yet listed in the online shop for sale?
If you would like to be notified of a new product listed, please subscribe to our mailing list (in the footer of our website).
Where do your materials come from?
We use high quality materials and as a result our resources are sourced both locally and internationally.
Do you guarantee your products?
In the unlikely event of the failure of an item, that is not related to general wear and tear, we may provide repairs (or replacement for beyond repairs) at no extra expense to you. This is evaluated on a case by case basis.
PRODUCTS - KNIVES
What kind of knife do I need?
Do your knives come with sheaths?
We custom make leather sheaths for our products. These can be purchased separately from our online store.
I saw a knife you made that I want. Will you make me one like it?
What is a "custom" knife option?
We can customise any combination of individual elements making up the overall finished knife – i.e., the handle material, handle shape or size, knife design or blade profile.
What kind of handle can I choose for a custom order?
Can I provide the material for a handle on a custom order?
Please contact us if you have your own wood that you would like to use or wish for us to source a particular material for you. Dependent on what you’d like us to find for you there may be an additional charge if the material is more expensive than the standard options.
Can I design a knife for someone else?
Alternatively, you can put the creative endeavour in your recipient’s hands with a Gift Card from our online shop. They will be able to work with us to create their own if you’re not sure what you recipient requires.
Can I choose whether to have my item engraved?
Generally, our items come with an “M” or “Mercer” authentic logo mark imprinted.
What kind of steel are your knives made from?
How do I care for my knife?
All high carbon steel knives need to be looked after. Every knife blade will rust if it is not looked after properly, even stainless steel blades. Refer to our Product Care page for more information on caring for your knife.
Why is there a patina on my knife blade?
The blade needs regular oiling to maintain its condition and to keep it from rusting (stainless steel blades also need oiling occasionally).
What is the difference between polished, satin and stonewash finishes?
Polished offers great resistance to corrosion, but can get scratched more easily.
Satin is not as shiny as a polished finish and reduces its reflective glare.
Stonewash provides a durable working finish for a knife, and takes less care to look after.
Do you stabilise your wood, and what exactly does that mean?
Its purpose is to keep the wood from degrading over time and to harden the material so that it is more durable and less likely to expand and contract with the environment that it's in.
We use both wood that is stabilised and non-stabilised. Not all wood requires stabilization to be suitable for use in a knife handle.
Some "harder" woods do not require any additional strength and are usually so dense that the stabilizing fluid doesn't typically permeate the wood that well.
However, many other woods would not be suitable to use as knife handles without stabilisation because they are too soft in their natural state.
Stabilisation allows a wider variety of wood species to be used and appreciated on knives.